Bettering experience for customers and sales representatives

New Jersey Resources Rebrand

Project Overview

In 2020, Publicis Sapient became one of the final two contenders for New Jersey Resources’ new project: an app that enhances the experience for New Jersey Resources customers. I worked closely with our technical architects and Salesforce developers to create a demo for the client. We created a new visual identity for the brand, as well as key screens along the journey map.

Moodboard

We created this moodboard to define our visual style: clean, simple, accessible, and friendly. After looking at many utilities apps, I quickly realized the challenges around simple tasks like scheduling a payment, and wanted to assist users with these tasks with few steps and clear guidance.

Easy Access to Scheduling and Payment

We wanted to reduce the complexity and time spent on crucial tasks, like appointment scheduling and payment. NJR offers renewable energy and encourages all new users to schedule a complimentary energy inspection as part of onboarding.

We designed these screens with simplicity and ease of navigation in mind, so that users can go through these flows quickly to complete tasks. We use warm and friendly language that invites customers to a “partnership”, in which the two parties work together to improve their energy use experience.

Chatbot and Easy AutoPay Setup

We added a chatbot feature that can guide customers to set up autopayment in the form of a conversation, which eliminates the concern of late or missing payments.

Providing Recommendations

After the home energy inspection is completed, NJR sends customers a report that offers recommendations on how to save energy and reduce cost.